IT Support Team Lead - Elevate End-User Experience

Howden UK Brokers; City Of London; Híbrido; GBP 60.000 - 75.000; Jornada completa

Descripción de la vacante

Howden UK Brokers is seeking an IT Support Team Lead to oversee day-to-day IT support delivery and provide senior technical escalation. This role ensures a high-quality end-user experience and continuous service improvements across the business.

Based at London/Milton Keynes/Witney with a 3 days on-site pattern, you will work with IT management and other technology teams to align operations with SLA targets, monitor performance, and develop team capability while upholding ITIL practices.

Formación

• Bachelor's degree or equivalent practical experience.
• Minimum 5 years IT Support, Service Desk, Desktop Support, End User Computing, or related IT operations roles.
• Minimum 2 years supervisory/leadership experience.
• Experience with ITSM frameworks and service-oriented support organisations.

Responsabilidades

• Lead, mentor, coach, and develop IT Support SMEs and teams.
• Manage daily IT Support operations, incidents, requests, and SLA adherence.
• Act as primary escalation point for complex technical issues.
• Monitor workloads, queues, and performance to meet SLAs and customer targets.
• Conduct regular team meetings, performance reviews, and development planning.
• Coordinate incident management and major incident responses.
• Ensure effective ticket management and incident documentation.

Conocimientos

Leadership

Team coaching

Customer focus

Problem solving

Educación

Bachelor's degree or equivalent

Herramientas

Microsoft 365

Windows OS

Active Directory

Azure AD/Entra ID

Intune

Endpoint management

Descripción del empleo

Howden UK Brokers is seeking an IT Support Team Lead to oversee day-to-day IT support delivery and provide senior technical escalation. This role ensures a high-quality end-user experience and continuous service improvements across the business.

Based at London/Milton Keynes/Witney with a 3 days on-site pattern, you will work with IT management and other technology teams to align operations with SLA targets, monitor performance, and develop team capability while upholding ITIL practices.